Manager, Digital Channels at HF Group

Principle Accountabilities

• Oversee resolution of systems related problems specific to Digital Channels. This will involve handling queries from users and resolve or advise them accordingly as well as attending to systems failures to resolve or coordinate the resolution of the problem, liaising with software vendors to resolve systems issues or escalating where necessary.
• Support Host to Host (H2H), 3rd Party systems/channels and Core Banking Integrations using different consumer protocols through Enterprise Service Bus (ESB).
• Provide management oversight for the Banks Digital Channels to ensure projects, incidents, problems, service requests and escalations be dealt with according to defined set of policies, processes, procedures and SLA's.
• Perform review of all Channel releases regularly to ensure optimal efficiency, reliability and stability as per agreed levels of service delivery.
• Ensuring optimal performance and uptime of Digital Channels integration points in order to meet industry standards of acceptable TPS (Transactions Per Second) through the implementation of load testing procedures for API’s using relevant tools like soapUI, POSTMAN, JMETER among others and cascading the same to support and development teams. 
• Participate in implementation/upgrade (projects) of Digital Channels by ensuring that requisite resources are provided to the assigned Project Manager in collaboration with internal/external teams.
• Ensure real-time monitoring of Digital Channels performance by monitoring their KPI’s through an automated monitoring and event notification system. 
• Provide Digital Channels test systems for User Acceptance Testing (UAT), UAT systems uptime and ensuring that functions/features are tested before being put on the live system.
• Implement automated testing and deployment tools for realization of full DevSecOps environment.
• Maintain Channels documentation on system configuration or setup, details available and well understood, and provide resources/assist in user training.
• Evaluate and ensure effectiveness of the Digital Channels (systems, people, policy, controls and procedures) with regard to user profile administration, protection against exposure to and impact of risks associated with unauthorized access.
• Perform Application tuning and performance monitoring, identifying performance degradation trends, problem areas and actively participate in resolution.
• Ensure speedy closure of the issues and problems assigned to the team with pro-active prioritization and feedback.
• Plan and put into action long-range solutions for resolving recurring difficulties with minimum user disruption - educate users to resolve simple recurring problems themselves.
• Avail all scheduled reports and generate ad-hoc reports as requested by the Business Users.
• Ensure BCP for all Digital Channels under custody by running periodic tests for compliance.
• Ensure periodic review of staff performance to encourage them meet the expectations stipulated and push them to perform even higher.
• Participate in the implementation of IT related policies and undertake other tasks as may be assigned from time to time by the seniors in the bank’s IT function.
• Participate in Digital back-office processes automation, integration, and systems uptime, leveraging on open-source tools and Improvements among other tasks.

Key Competencies and Skills

• Hands on experience in Core Banking Applications and Channels integrations.
• In-depth technical knowledge on Information Technology and current trends.
• Excellent communication skills.
• Strong analytical and problem-solving skills, with the ability to interpret data and make strategic decisions.
• Project management skills.
• Problem-solving skills.
• Results oriented, excellent interpersonal skills, analytical thinker, problem solving skills, good communicator, self-driven and a team player.
• Should have good knowledge of the bank’s products in order to be able to interpret user needs, possesses general awareness of the bank’s operating procedure with detailed knowledge of the Bank’s Information Security Policy.
• Ability to evaluate situations, provide proper guidance and make proper decisions, able to forecast, plan, and organize work for effective achievement of job tasks.
• General awareness of the Bank operating procedures as well as detailed knowledge of the Bank’s Information Security Policy.

Minimum Qualifications, Knowledge and Experience

• Bachelor's Degree in Computer Science, Information Technology, or related field.
• Knowledge of UNIX and LINUX is required. 
• Governance certifications like ITIL or COBIT would be an added advantage. 
• IT certifications such as MCSE and Oracle will be an added advantage.
• A minimum of 5 years working experience in a busy IT environment as a digital channel support with hands on role in Channels administration.
• At least 3 years banking experience in Digital Channels Support and Projects.